Please note that this extension is provided as is. It is recommended to always backup your installation prior to use.

Overview

Help Desk Pro Extension by MageWorld

"Very good support as well as this extension. This extension solved my problem with dealing with customers. It was very hard to manage and support through emails only. Thanks Mage-World."Sondeep, Xanatan.com

Overview

With Help Desk Pro you can create unlimited departments, together with role decentralization and different managing operators with powerful combination of mail delivery, ticket management and request & response storage.
Optimized for large businesses.

Highlighed Features

Easy to create / manage departments (Multiple departments supported)

Allow customer/staff to set priority (Normal / High / Urgent)

Easy to add internal note (Staff member can view note details quickly on the ticket list)

Functions looks good but poorly coded/implemented
Most of the functions such as the mail rules, spam filter, client name auto-complete doesn't works properly out of the box, have to get the developer to fix one by one.
Poor multi-store support, I have 2 different websites and multiple store views running on single instance but all the tickets mixing up in the customer account even they are belongs to different websites.
Helpdesk system always use admin store code (0) to send out notification emails, in this case the store variables in transactional emails doesn't reflect to the right store. When report to the developer they inform us they have no time to fix the issue.
Surprisingly when communicate with one of the developer, we notice that they can't even understand how the mail rules should work as they told us the mail rules doesn't work properly because we have set the very first rule to 'do not process other rules' regardless the conditions matches with incoming emails or not. After I explained to them how it suppose to work, they finally agreed and resolve the issue.
At one point, while the developer halfway fixing some bugs and left it over the weekend and causing all the ticket replies didn't send out to the customers. We found out this issue after few days when our customers start yelling at us as they think we are ignoring they tickets because they did not receive our response from help desk at all.
Not recommended as all.
November 12, 2013

Amazing
This extension is Amazingl. Its features are true to its name. I have looked for a long time and used many help desk tools before, MageWorld Hooks the customer order with the issue
A+++++
November 4, 2013

very great extension i recommend, easy installation, many helps, many thanks!
December 29, 2012

This extension is really helpful. Its features are true to its name. I have looked for a long time and used many help desk tools before, but now i stop looking for because i realize that Help Desk by MageWorld is the best for me.
October 1, 2012

Before buy this extensions I tested very carefully on sandbox and I'm happy to using this. It works perfectly, no bugs so far. Easy to use and Install. I recommend. Very good job.
September 21, 2012

Great extension, quick and helpful support. Thanks
September 17, 2012

My company have a big website,and we received many emails from customers and this extension help us to support our clients better. That is MUST HAVE extension.
September 14, 2012

I have tested this module carefully before buying this. I installed on my site and it works fine. I'm satisfied. 5 stars for this module.
September 13, 2012

I’m very pleased MageWorld. This product is very good and They also have the best customer service. I recommended MageWorld to every one.
September 11, 2012

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